Frequently Asked Questions

Orders and Shipping

CANADA POST STRIKE

We are shipping as usual despite the Canada Post Strike!

You've got plenty of time to *ADD TO CART* before the holidays! Checkout what's new in the shop.

WE ARE NOT CURRENTLY SHIPPING TO P.O. BOXES

With the Canada Post strike still ongoing, we are unable to offer shipping to P.O. Boxes at this time. When the Canada Post strike has concluded, shipping to P.O. Boxes will resume.

DO YOU SHIP TO __________?

We currently ship to:

  • Canada
  • United States
  • United Kingdom
  • France
  • Australia
  • Germany
  • Netherlands
  • Norway
  • Sweden
  • Belgium
  • Denmark
  • Italy
  • Singapore
  • South Korea

There is a lot of risk when shipping ceramics and if they get lost we not only lose the time, labor, and value of each piece but the very high international shipping cost as well. Then we have to remake the piece and pay for shipping all over again. All that to say we’ve carefully considered where we ship and for now, this is what we’re comfortable with.

CAN I GET AN UPDATE ON MY ORDER?

When you place an order, you receive a confirmation e-mail. The next e-mail you’ll receive from us will be when we ship your order. We ship out packages about once every week or so. Remember that we’re located in Nova Scotia, Canada, so packages take a minimum of two weeks from ship date (not order date) to arrive in the USA and a little less to arrive throughout Canada.

CAN YOU ADD TO MY ORDER OR SEND PART OF MY ORDER SEPARATELY?

We have a long queue, things get forgotten or missed if we try to split orders. If you have an existing order we cannot add to it, you’ll need to place another order.

I PUT IN THE WRONG ADDRESS AND MY PACKAGE NEVER CAME!

We send your order to the address you’ve provided us with. Unless you e-mail us and ask us to send it elsewhere we cannot be held responsible for lost orders. Please carefully enter your address and double check it before purchasing; if you notice a mistake get in touch asap or your order will be sent to the address you typed in.

Orders that are returned to us as undeliverable because of incorrect shipping information are subject to a restocking fee to be determined by us.

A PORCH PIRATE STOLE MY ORDER! WHAT SHOULD I DO?

OH NO, MATEY!

We are very sorry to hear that happened. You will need to get in touch with your local authorities and file a police report. They'll take over that ship and hopefully steer ya in the right direction to locating yer missing parcel!

Sugarhouse Ceramic Co. is not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it, please report to the local authorities.

I CHANGED MY MIND - CAN I GET A REFUND?

ALL SALES ARE FINAL; NO CANCELLATIONS, ALTERATIONS, OR REFUNDS. PLEASE CONSIDER YOUR PURCHASE CAREFULLY.

As a small business we use our profits to reinvest in growing our company. Running a studio takes money, and making things requires supplies that we have to pay for. As such, we ask you to consider your purchase carefully before making it because we do not do returns or refunds of any kind.

MY PIECE ARRIVED BROKEN. WHAT DO I DO?

We’ve gotten pretty good at making sure we pack things well but sometimes your local Canada Post worker has some anger they’re looking to work through and our packages take the fall. If your piece arrives broken, we need an e-mail from you and a picture of the broken piece within a week of it’s arrival. Then we will remake and replace it for you.

Product Care

HOW DO I CARE FOR MY PIECE?

Our pottery is made using cone six stoneware and though it is dishwasher and microwave safe, we recommend hand-washing to safeguard your piece for as long as possible.

I BROKE MY PIECE. WHAT DO I DO?

Buy a new one! Pottery is breakable and we can’t be responsible for replacing pieces that aren’t in our possession. You wouldn’t drop a glass, gather the pieces, then try to return it to Target for a refund. Please do not ask us to replace your broken pieces.

Sugarhouse Studio

WHERE ARE YOU LOCATED?

We're located at 10 Webster Street in Kentville, Nova Scotia, Canada.

WHAT ARE YOUR SHOP HOURS?

We're open every Friday and Saturday from 12-5pm.

Pottery Classes

WHAT SHOULD I WEAR?

You can wear anything you like that's comfy or fancy, your call. If you're worried about getting your clothes dirty, feel free to bring an apron, but clay is easily washable.

IS THERE ANYTHING I NEED TO DO TO PREPARE?

Come with a good attitude and maybe a notebook & something to write with if you're a note-taker.

IS THERE AN AGE REQUIREMENT?

This class is intended for independent workers. Anyone over the age of 14 is welcome.

IS YOUR TEACHING SPACE ACCESSIBLE?

It is! There is a handicap button at the front entrance door and a ramp to the elevator which takes you right down to our studio in the basement. We're happy to make any accommodations that you may need, and we also have a wheelchair accessible restroom in the building.

WHAT HAPPENS IF I AM UNABLE TO ATTEND A CLASS OR WORKSHOP I PAID FOR?

Please choose your classes with care. We are unable to offer refunds for non-attendance, as we carefully purchase supplies, and plan ahead for classes to proceed with an exact number of enrolled students.

If you cancel with enough notice & we fill your slot we may be prepared to offer a refund, but if a class proceeds with a missing slot, you will be financially responsible for the slot you committed to.

Other

WHEN WILL PAINT PALETTES BE IN STOCK?

Our paint palettes are hand-carved and they take time to carve, time to dry, time to fire, then time to glaze again. as such we drop a new batch of them into the shop every week or two. We do not do pre-orders or wait lists.

ANY QUESTIONS?

You can contact us through our contact page! We will be happy to assist you.